Drilldown: GCXI Metric

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GCXI Metric > folder : Chat > Agent or Designer > Session or Queue > Q Customer

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type:
None (6) · Disposition (2)
mediaType:
None (4) · All (2) · Chat (2) · Open (sync) (2) · Voice (2)
dataType:
None (4) · AG2_SDR_SESSION_*.DURATION (2) · number (4)
folder: (Click arrow to add another value)
displaysInFolder:
None (6) · Designer > Session Milestone (2)
displaysInFolder Cloud:
None (6)
displaysInFolder Premise:
None (6)
internalMetricID:
None (4) · Q_ABANDONED_STANDARD (2) · Q_ABANDONED_STANDARD_TIME_MAX (2) · Q_ACCEPTED_AGENT_THR (2) · Q_ACCEPTED_PCT (2) · Q_ACCEPTED_TIME_MAX (2) · Q_CLEARED (2) · Q_CLEARED_STUCK (2) · Q_CLEARED_TIME (2) · Q_CLEARED_TIME_AVG (2) · Q_CLEARED_TIME_MAX (2) · Q_DATE_TIME_KEY (2) · Q_DATE_TIME_KEY_ABN (2) · Q_DATE_TIME_KEY_ANS (2) · Q_DISTRIBUTED_ (2) · Q_DISTRIBUTED_PCT (2) · Q_DISTRIBUTED_TIME (2) · Q_DISTRIBUTED_TIME_AVG (2) · Q_DISTRIBUTED_TIME_MAX (2) · Q_ENGAGE_TIME_AVG (2) · Q_GROUP_COMBINATION (2) · Q_GROUP_COMBINATION_ABN (2) · Q_GROUP_COMBINATION_ACC (2) · Q_HANDLE_TIME_AVG (2) · Q_NOTACCEPTED (2) · Q_OFFERED (2) · Q_REDIRECTED (2) · Q_ROUTED_OTHER (2)
dbTable:
None (6)
Other values:
calculation:
None (6) · Caclulated as Queue > Handle Time divided by the sum of Queue > Accepted Agent plus Queue > Consult Received Accepted. (2) · Calculated as Chat > Agent > Focus Time divided by Chat > Agent > Accepted Unique. (2) · Calculated as the difference between the time when the agent joins the chat and the time when the agent leaves the chat (or the time the chat ends). (2) · Calculated as the sum of Chat > Agent > Consult Received Engage Time plus Chat > Agent > Consult Received Hold Time. (2) · Calculated as the sum of Chat > Agent > Consult Received Warm Engage Time plus Chat > Agent > Consult Received Warm Hold Time. (2) · Calculated as the sum of the Queue > Redirected and Queue > Q Customer > Abandoned Inviting metrics. (2) · Calculated as the value of the Chat > Agent > Alert Duration metric divided by the value of the Chat > Agent > Accepted metric. (2) · Calculated as the value of the Chat > Agent > Interactions Less Time to Accept metric divided by the value of the Chat > Agent > Accepted metric. (2) · Calculated as the value of the Chat > Agent > Interactions LongTime to Accept metric divided by the value of the Chat > Agent > Accepted metric. (2) · Calculated as the value of the Chat > Agent > Offered metric divided by the value of the Chat > Agent > Accepted metric. (2) · Calculated based on the Queue > Accepted and Queue > Q Customer > Offered metrics. (2) · Calculated based on the Queue > Entered and Queue > Short Abandoned Waiting metrics. (2) · Calculated based on the Queue > Max Abandoned Waiting Time and Queue > Standard Abandoned Waiting metrics. (2) · Calculated based on the Queue > Q Customer > Cleared and Queue > Q Customer > Clear Time metrics. (2) · Calculated based on the Queue > Q Customer > Distribute and Queue > Q Customer > Distribute Time metrics. (2) · Calculated based on the Queue > Q Customer > Distributed and Queue > Q Customer > Offered metrics. (2) · Calculated based on the Queue > Q Customer > Engage Time and Queue > Accepted Agent metrics. (2) · Calculated based on the value of the Designer > Self-Service Duration metric. (2) · Calculated based on the value of the Designer > Session Duration metric. (2) · Calculated based on the value of the Designer > Assisted Service Duration metric. (2)
usedIn:
None (4) · Application Duration Report (2) · Application Summary Report (2) · Assisted Service Interactions by Last Milestone Report (2) · Async Chat Dashboard (2) · Asynchronous Chat Dashboard (2) · Chat Agent Stats (2) · Chat Agents Stats (2) · Chat Engagement Report (2) · Interaction Traffic Group Report (2) · Interaction Traffic Report (2) · Interactions Acceptance Report (2) · Milestone Summary Report (2) · Predicitive Routing Queue Statistics Report (2) · Predictive Routing - AHT & QUEUE (2) · Predictive Routing Queue Statistics Report (2) · Queue Dashboard (2) · Queue Outline Report (2) · Queue Report (2) · Queue Summary Report (2) · Self-Service Statistics Report (2)
cloud:
yes (6)
premise:
yes (6)
project:
None (6)
notproject:
None (6)
anchor:
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